THE POWER OF CX IN MODERN MANUFACTURING

The article sheds light on how delivering customer experience is the key to success for the manufacturing industry.

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The manufacturing industry is no stranger to technology and innovation. For years, manufacturers have implemented the latest innovations to automate operations, collect data, and use that data to not only make better products but to achieve optimum operational efficiency. But in the age of personalised experiences, making better products is no longer enough as a competitive differentiator.

Disruptions to global supply chains over the past two years created an involuntary push from in-person sales interactions to remote and digital self-service models. Agility and staying customer-focused reinforced the need for a collaborative approach. These changing circumstances call for manufacturers in India to purposefully shift their investments to technology and innovation that support and meet their customers where they are, focusing on how they want to be engaged. This is perhaps why 95 percent of Indian manufacturers say CX is a competitive differentiator, according to Zendesk’s CX Accelerator report.

So, how do manufacturers in India leverage CX to set themselves apart from competitors?

BREAKING DOWN DATA SILOS

Customers expect easy access to the brands they do business with. They want seamless experiences throughout their buying journey. It's why 75 percent of manufacturers say they want to differentiate their customer experience with Industry 4.0 technologies like realtime status visibility and granular delivery times to portfolios across locations by 2024.

But a challenge that persists among manufacturers is legacy technology.